Head of APAC IT Customer Support
BNP Paribas Personal Finance
Hong Kong


The responsibilities include :

Regional Management of Teams / Managers / People and oversee the delivery of IT support services & transformation projects for our internal end-users across all APAC Territories and Business Lines.

Shaping & delivering the regional Customer Experience strategy proposition.

Plan the program from start to completion involving deadlines, milestones and processes.

Organize the governance of the different initiatives under the above-mentioned program.

Actively monitor the program evolution, measuring the performance of the teams & individuals, and developing a network of support Champions across the region.

Initiate and set goals for the initiatives according to the strategic objectives of the organization.

Devise evaluation strategies to monitor performance and determine the need for improvements.

Discover ways to enhance efficiency and productivity of solutions, procedures and people.

Participate on the review and design of different SLAs.

Pre-empt and escalate any risks / issues to management / committees in a timely manner.

Become a valued partner to our customers and key staff at different level and areas of the organization.

Collaborate and follow up with other IT teams regionally / globally to establish IT Support Solutions and ensure timely delivery.

Develop good communication channels with Head Office teams in EMEA and ability to influence global teams to deliver APAC specific requirements.

Management of the technologies and maintenance of the systems supported (performance, connectivity, obsolescence, security )

Technical & Behavioral Competencies

Minimum tertiary education level Must be a degree holder in IT or equivalent subject.

A confident People & Technology Leader with 8+ years of professional experience.

Successful achievements in organizational and digital transformations.

Experienced in building / leading / overseeing regional IT support teams and managing managers.

A business acumen and a strong strategic thinker with experience guiding customers through complexity towards a roadmap for technology, responding to customer needs and articulating solutions to both technical and non-technical stakeholders including those at executive level.

An analytical mindset with effective problem-solving abilities.

Strong understanding of a broad set of technologies (computer & mobile devices, proxy, server, storage, network, application, virtualization, Cloud, Security ) and experience on EUC technologies (SCCM, Microsoft 365, Virtual Desktops, VPNs, Citrix, Windows 10, Active Directory ).

Knowledge of Agile and Design Thinking methodology

Specific Qualifications (if required)

Communication High level of communication, interpersonal and presentation skills that allow to bridge the gap between technology and business.

Collaboration Ability to work collaboratively across functions, business divisions, as well as cultural and geographical locations.

Lead and bring together the regional technology community, establishing formal communication channels, fostering knowledge sharing, and encouraging collaboration.

Project management Effective project manager able to handle multiple, complex, large projects.

CX strategies Identify improvement opportunities and develop innovative CX strategies to increase customer satisfaction, loyalty and retention and to meet their expectations.

Data-driven Ability to collect customer data from different sources (surveys, mapping customer journeys, Voice of the Customer, etc), to analyze it using analytics tools and to convert data into insights to identify opportunities.

Performance measurement Ability to define key success metrics, set performance goals, and continually monitor key performance indicators for improvement.

Fast-changing environment Ability to adapt in a fast-paced, changing growth environment and to work independently.

Support team Train and support team members so they can provide services or products that meet or ideally exceed customer expectations.


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